Subject Matter Expert | Sales, Retention | Onsite BGC  

senior customer engagement specialist

work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be awesomE! apply now and discover the satellite office candidate experience – recognized as one of best among bpo companies worldwide.

what is a senior customer engagement specialist?

our awesome client, a leading used vehicle retailer in australia company based in perth, western australia is looking for a senior customer engagement specialist to be part of their contact centre team.

the senior customer engagement specialist is responsible for managing customer interactions, handling inbound and outbound communications, and supporting sales teams by effectively managing leads, customer inquiries, and service bookings. this role focuses on delivering excellent customer experiences through multiple channels while maximizing customer retention and engagement.

what will be your main responsibilities?

· manage and appoint customer leads to the sales team through inbound telephone, email, sms, and other digital channels.
· follow up and nurture warm leads through outbound calls with the goal of driving conversions and customer engagement.
· promote vehicle service bookings through inbound and outbound customer communications.
· handle customer objections through effective communication and soft-selling techniques.
· maintain accurate customer records and update databases based on company processes and system requirements.
· respond to customer concerns, manage escalated calls, and provide effective resolutions.
· support preferred or premier client accounts as required.
· act as a subject matter expert (sme) and provide guidance to team members.
· mentor and support new hires to help them succeed in their roles.
· work independently to identify issues, solve problems, and deliver high-quality customer service.

work schedule

· 5 working days per week with 2 consecutive rest days.
· weekend work required.
· multiple shifts available (morning, day, and mid shifts).
· fixed schedules will be assigned after consultation and may fall between monday to sunday.
· working hours will fall between 6:00 am and 10:00 pm (manila time)

what are we looking for?

· experience in customer service, sales, contact centre, or customer engagement roles.
· strong communication skills, both written and verbal.
· ability to manage inbound and outbound customer interactions across multiple channels.
· comfortable handling repetitive tasks while maintaining accuracy and quality.
· strong objection handling and soft-selling skills.
· ability to problem solve independently and make sound decisions.
· experience handling escalated customer concerns is an advantage.
· ability to mentor and support new team members.
· willingness to work weekends and rotating schedules as required.